Returns, Refunds & Warranty Policy

This policy explains how returns, cancellations, refunds and warranty claims are handled by MVH Studios.

Nothing in this policy affects your statutory consumer rights.

Before Returning Anything

Please contact MVH Studios before sending any product back to us.

Do not arrange an international return shipment yourself unless we specifically ask you to do so.

Once a return has been approved, we will provide a Return Merchandise Authorisation (RMA) reference together with the relevant return instructions.

Providing an RMA allows us to identify your parcel when it arrives and helps ensure that international returns are handled correctly through customs.

Change-of-Mind Returns

If you are a consumer purchasing online, you may have a legal right to cancel your order within the applicable statutory cancellation period.

Please contact us as soon as possible if you wish to cancel or return an order.

Products should be returned in their original condition together with any accessories, cables, fittings or other components supplied with them.

Where the customer is legally responsible for return postage, this will be explained when the return is authorised.

Any refund will be made in accordance with the applicable consumer law and the circumstances of the return.

Faulty, Damaged or Incorrect Products

If your product arrives damaged, is faulty, or you have received the wrong item, please contact us before returning it.

We may ask for photographs, video, diagnostic information or other details to help identify the problem before arranging a return.

Depending on the circumstances, we may offer:

• Troubleshooting or technical assistance
• Repair
• Replacement
• Replacement parts
• Refund

Your statutory rights relating to faulty or misdescribed goods are not affected by this policy.

Warranty

Unless otherwise stated for a particular product, MVH Studios products are supplied with a 12-month warranty from the date of purchase.

The warranty covers faults resulting from defects in materials or workmanship under normal intended use.

The warranty does not normally cover damage caused by:

• Accidental damage
• Misuse or abuse
• Incorrect installation
• Unauthorised modification
• Incorrect electrical connection
• Excessive force
• Liquid damage
• Normal cosmetic wear
• Wear resulting from normal use where the component is considered consumable

We will assess warranty claims individually.

Where appropriate, MVH Studios may repair the product, replace the affected component, replace the product, or provide another suitable remedy.

International Returns

For international returns, MVH Studios will normally arrange the return shipment through Easyship where a suitable service is available.

We will provide the customer with:

• Return shipping instructions
• Shipping label where applicable
• Customs documentation where required
• RMA reference

Customers must use the customs information supplied by MVH Studios and must not alter the declared value, product description, country of origin or other customs information.

Returned Goods and UK Customs

Products that were originally exported from the United Kingdom and are subsequently returned to MVH Studios must be correctly identified as returned goods.

Where applicable, MVH Studios will arrange the return so that the goods can be imported using the appropriate Returned Goods Relief procedure.

Customs documentation may include wording such as:

RETURNED GOODS – NO SALE – RETURN TO ORIGINAL UK EXPORTER – RETURNED GOODS RELIEF CLAIMED

MVH Studios may also contact the courier or its customs brokerage department to ensure that the appropriate returned-goods customs procedure is applied when the parcel re-enters the United Kingdom.

For this reason, international customers should not arrange their own courier return without prior authorisation.

Incorrect customs documentation can result in unnecessary import VAT, customs duty or clearance charges.

Return Shipping Costs

Who pays for return shipping depends on the reason for the return and the customer's applicable statutory rights.

Where MVH Studios is responsible for the return shipping cost, we will normally provide a prepaid shipping label.

Where the customer is responsible for the return shipping cost, MVH Studios may still arrange the return shipment and advise the customer of the applicable cost before the return is booked.

Unauthorised Returns

Returns sent without prior authorisation or without an RMA may be delayed while we attempt to identify the shipment.

International returns sent independently using incorrect customs information may also result in import taxes, duties or courier charges.

Where permitted by law, additional costs caused by an unauthorised or incorrectly declared return may be deducted from a refund or charged to the customer.

Inspection of Returned Products

Returned products may be inspected before a refund, replacement or warranty remedy is completed.

We may check:

• Product condition
• Serial number
• Included accessories
• Evidence of accidental damage or misuse
• Whether the reported fault can be reproduced

If we need additional information after inspection, we will contact you.

Refunds

Approved refunds are normally processed after the returned goods have been received and inspected.

Refunds are made using the original payment method where possible.

The time taken for funds to appear after a refund has been issued depends on the payment provider or bank.

Where legally permitted, deductions may be made for loss of value caused by unnecessary handling, missing components, customer-caused damage or return costs for which the customer is responsible.

Exchanges and Replacements

Where an exchange or replacement has been agreed, the replacement product will normally be dispatched after the returned product has been received and assessed unless we agree otherwise.

Shipping arrangements will depend on the reason for the replacement and the customer's location.

How to Start a Return or Warranty Claim

Contact MVH Studios before sending anything back and include:

• Your order number
• Your name
• The product concerned
• A description of the issue
• Photographs or video where relevant

We will then provide the appropriate next steps and, where required, an RMA reference and return documentation.

Please do not send an international return without first receiving instructions from MVH Studios.